Spectrum
Are you a problem solver with a passion for enhancing digital customer experiences? Do you thrive in a fast-paced, collaborative environment where innovation and efficiency drive success? The Chat Messaging Customer Experience Product Team is looking for a self-motivated, tech-savvy professional who can analyze challenges, communicate effectively, and help optimize our chat platform to improve customer interactions. If youre eager to make an impact in digital servicing and automation, this could be the perfect fit for you!
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Chat Messaging Customer Experience Product Team plays a key role in transforming digital interactions by optimizing self-service and live chat experiences. We leverage an AI-powered chatbot and seamless digital solutions to enhance customer support, reduce friction, and drive efficiency. Our work ensures that customers receive the best possible service, whether through automation or direct human assistance, reinforcing Spectrums commitment to innovation and exceptional customer experiences. BE PART OF THE CONNECTION As a
Lead Technical Business Analyst
on the Chat Messaging Digital Servicing & Customer Experience Product Team, you will play a pivotal role in enhancing Spectrums digital servicing experience by ensuring seamless product delivery, technical execution, and data integrity. You will drive agile methodologies, facilitate cross-functional collaboration, and uphold the accuracy of customer interaction data. Your contributions will optimize self-service capabilities, streamline agent support, and enhance AI-powered chat experiences, ensuring that every customer interaction is reliable, secure, and impactful. WHAT OUR LEAD BUSINESS ANALYSTS ENJOY MOST Leading Agile Execution
Drive sprint planning, stand-ups, retrospectives, and backlog prioritization to ensure efficient and timely delivery of chat product enhancements. Optimizing Data Integrity
Maintain monitor, and improve data governance processes to ensure high-quality, accurate, and actionable data within the chat platform Cross-Functional Collaboration
Partner with product managers, business analysts, and engineering teams to bridge the gap between business requirements and technical implementation Driving Automation & Efficiency
Identify opportunities to enhance chat interactions, streamline workflows, and improve the performance of AI-powered customer support solutions Enhancing Reporting & Insights
Develop dashboards and reporting mechanisms that provide leadership with real-time insights into chat performance, agent efficiency, and customer interactions Ensuring System Reliability
Work closely with development and DevOps teams to monitor system health, resolve technical issues, and support continuous improvement initiatives
In this role youll collaborate across teams to ensure seamless execution of product enhancements, drive agile processes, work with engineers on platform reliability, and aligning stakeholders on key priorities. If you enjoy problem-solving, technical leadership, and shaping the future of AI-driven chat experiences, this role is for you. WHAT YOULL BRING TO SPECTRUM Required Qualifications Experience : Business analysis or related experience: 7+ years Education : Bachelors degree in business or related field or equivalent combination of education and experience Technical Skills : Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc., Strong expertise in Agile methodologies; Scrum frameworks, and sprint execution; Experience managing technical delivery, software development lifecycles Abilities : Quickly identify business problems & opportunities, and translate into technical requirements; manage multiple projects; prioritize & organize effectively; analyze & interpret data; communicate clearly both orally and in writing; strong collaboration, Preferred Qualifications Experience : Working with AI-powered chatbots, NLP models, digital servicing platforms, and self-service automation; telecommunications or customer engagement technologies Strong expertise in Agile methodologies, Scrum frameworks, and sprint execution, with experience using JIRA and Confluence. Experience managing technical delivery and software development lifecycles. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.). Data analytics and reporting experience using SQL, Tableau, and Power BI. Knowledge : Knowledge of API integrations and chatbot platforms (ASAPP preferred). SPECTRUM CONNECTS YOU TO MORE Dynamic Growth : The growth of our industry and evolving technology powers our employees careers as they move up or around the company Learning Culture : We invest in your learning, and provide paid training and coaching to help you succeed Supportive Teams : Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed Total Rewards : See all the ways we invest in youat work and in life Apply now, connect a friend to this opportunity or sign up for job alerts! BGN333 2025-47842 2025
Here, employees dont just have jobs, they build careers. Thats why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicants criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us
Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, youre joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here
Were committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Chat Messaging Customer Experience Product Team plays a key role in transforming digital interactions by optimizing self-service and live chat experiences. We leverage an AI-powered chatbot and seamless digital solutions to enhance customer support, reduce friction, and drive efficiency. Our work ensures that customers receive the best possible service, whether through automation or direct human assistance, reinforcing Spectrums commitment to innovation and exceptional customer experiences. BE PART OF THE CONNECTION As a
Lead Technical Business Analyst
on the Chat Messaging Digital Servicing & Customer Experience Product Team, you will play a pivotal role in enhancing Spectrums digital servicing experience by ensuring seamless product delivery, technical execution, and data integrity. You will drive agile methodologies, facilitate cross-functional collaboration, and uphold the accuracy of customer interaction data. Your contributions will optimize self-service capabilities, streamline agent support, and enhance AI-powered chat experiences, ensuring that every customer interaction is reliable, secure, and impactful. WHAT OUR LEAD BUSINESS ANALYSTS ENJOY MOST Leading Agile Execution
Drive sprint planning, stand-ups, retrospectives, and backlog prioritization to ensure efficient and timely delivery of chat product enhancements. Optimizing Data Integrity
Maintain monitor, and improve data governance processes to ensure high-quality, accurate, and actionable data within the chat platform Cross-Functional Collaboration
Partner with product managers, business analysts, and engineering teams to bridge the gap between business requirements and technical implementation Driving Automation & Efficiency
Identify opportunities to enhance chat interactions, streamline workflows, and improve the performance of AI-powered customer support solutions Enhancing Reporting & Insights
Develop dashboards and reporting mechanisms that provide leadership with real-time insights into chat performance, agent efficiency, and customer interactions Ensuring System Reliability
Work closely with development and DevOps teams to monitor system health, resolve technical issues, and support continuous improvement initiatives
In this role youll collaborate across teams to ensure seamless execution of product enhancements, drive agile processes, work with engineers on platform reliability, and aligning stakeholders on key priorities. If you enjoy problem-solving, technical leadership, and shaping the future of AI-driven chat experiences, this role is for you. WHAT YOULL BRING TO SPECTRUM Required Qualifications Experience : Business analysis or related experience: 7+ years Education : Bachelors degree in business or related field or equivalent combination of education and experience Technical Skills : Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc., Strong expertise in Agile methodologies; Scrum frameworks, and sprint execution; Experience managing technical delivery, software development lifecycles Abilities : Quickly identify business problems & opportunities, and translate into technical requirements; manage multiple projects; prioritize & organize effectively; analyze & interpret data; communicate clearly both orally and in writing; strong collaboration, Preferred Qualifications Experience : Working with AI-powered chatbots, NLP models, digital servicing platforms, and self-service automation; telecommunications or customer engagement technologies Strong expertise in Agile methodologies, Scrum frameworks, and sprint execution, with experience using JIRA and Confluence. Experience managing technical delivery and software development lifecycles. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.). Data analytics and reporting experience using SQL, Tableau, and Power BI. Knowledge : Knowledge of API integrations and chatbot platforms (ASAPP preferred). SPECTRUM CONNECTS YOU TO MORE Dynamic Growth : The growth of our industry and evolving technology powers our employees careers as they move up or around the company Learning Culture : We invest in your learning, and provide paid training and coaching to help you succeed Supportive Teams : Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed Total Rewards : See all the ways we invest in youat work and in life Apply now, connect a friend to this opportunity or sign up for job alerts! BGN333 2025-47842 2025
Here, employees dont just have jobs, they build careers. Thats why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicants criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us
Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, youre joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here
Were committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.